Sense Screen Frozen on the logo screen

[Piratecodyluna]

The issue began about a week ago and I have only had my Sense for 3 months. Very disappointing. I have really liked and had no issues with the previous Fitbit trackers I have had in the past. However, it seems that purchasing a smartwatch model was a mistake. I chatted with customer support for about an hour and received an email after troubleshooting was unsuccessful. The email had factory reset instructions that I had already attempted prior to reaching out for assistance from customer support. I responded to the email informing them of this and requested for instructions to send my Sense in for repair or replacement under the 1 year warranty as all the troubleshooting attempts have been unsuccessful and my Sense remains unusable. I also allowed the battery to completely die and recharged it but still no luck. Unfortunately, I have not received a response to my email and I am not surprised and do except one at this point as it is a common issue with often no resolution based on the other forum posts I have read.  The factory reset will not work if the screen is frozen and does not respond to tapping or pressing the side button. Additionally, after you bring up the the warranty, customer service doesn’t seem to want to help you any longer. I do not intend to spend anymore time reaching out to customer support as I feel I’ve spent enough time already and waiting for a response as well. As a result, I’ve been researching options for other smartwatches on the market and plan to purchase a better quality watch from a company that will honor their product warranties instead of ghosting their customers when they are asked to honor it. 

[EdsonFitbit]

Welcome to the Fitbit Community, @Piratecodyluna.

I'm sorry to hear about the difficulties you experienced. Thank you for trying to get them resolved before contacting us.

Our team is constantly working to improve our products and services. Your feedback is highly appreciated.

According to our records, Customer Support replied back to you a couple of days ago. If you don't see their response on your inbox please check your spam folder.

Have a nice day.

[POGZY]

Hi have you tried to do the hard reset you loose nothing but it forces the watch to turn off and reset itself and come back on to do that you hold a finger or thumb completely over the side button it will buzz keep the button covered or pressed for about 20 seconds I think it will buzz again then turn off and come back on hopefully past your logo screen hope this helps you 👍

[Jill_B]

@Piratecodyluna I have had the same issue with my Sense TWICE. The first time, I only had it for 2 weeks when it just froze and would not go off of the logo screen. I did an online chat and they sent me a replacement. The second one just died yesterday after only having that one for 60 days. Did an online chat and they are sending a replacement. It is disappointing because there is no reason for it either time. I was wearing it, sitting at my desk when it vibrated and then the logo appeared. I have tried to do the recommended factory reset but that does not work.

My advice to you, is to do an online chat with someone and get it resolved. 

[EdsonFitbit]

It's great to see you in the Fitbit Community, @POGZY @Jill_B.

Thanks for your recommendations. Hope this helps other users experiencing the same issue.

@Jill_B Our team is constantly working to improve our products and services. Your feedback is highly appreciated.

Have a nice day.